The study and Assessment of the Banking Service Quality in Isfahan Sepah Bank through Revised SERVPERF Model

Hakimeh Karimi, Ali Sanayei and Mohamadhosein Moshrefjavadi

In nowadays competitive world banks are forced to offer more diversified and more quality services than past years to increase their profitability, because of competition. With respect to importance of this issue, this question must answer that how assess to banking services quality is available. In order to this, the present study seeks to study and investigate banking services quality in superior, topnotch, and second-best branches of Isfahan Sepah bank through revised SERVPERF model. This study is descriptive-survey. The statistical population of the study is customers of superior, topnotch, and second-best branches of Isfahan Sepah bank that use minimum one year baking services in these branches. The statistical sample is 332 customers of these branches and sampling method is simple random method that conducts with referring to superior, topnotch, and second-best branches of Isfahan Sepah bank. In order to assess quality of five main variables (including tangibles, human factors, main services, systematization of services, and social responsibility) from customer’s perspective in superior, topnotch, and second-best branches of Isfahan Sepah bank, five main hypotheses formulated and sixth hypothesis is to measure overall satisfaction of banking services. In order to investigate services quality, a self-administrated questionnaire developed that includes 36 questions. The results of this study indicates that services quality in these branches (based on all of factors) is more than moderate level based on revised SERVPERF model from customer’s perspective.